Job description

Job description

  • Service line:
    Business Services Team
  • Business unit:
    Business Technology
  • Office:
    Birmingham, Bristol, London, Manchester
  • Role type:

IT Service Delivery Director (0684)

The Business Services team is a collective of creative, strategic, forward-thinking business enablers. Together the People & Culture, Marketing & Communications, IT, Operations, Finance and Quality & Risk Management teams make it their mission to ensure Mazars has the right tools, technology, strategies and services in place to deliver exceptional client service and future-proof our growing business.

Within our Business Services Team, the Business Technology function (BizTech) provides IT services to over 2,300 users across around 20 locations, predominantly in the UK, and is comprised of key functions including the following areas: Technology Change (including project management), Security & Governance, Architecture, and IT Service Delivery.

Job Purpose

The Head of IT Service Delivery role will form a key part of the IT management group, and lead a team who are responsible for the delivery of end to end IT services, from service delivery and desktop support through to the core platforms and applications that support the firm. This role has a focus on both today and tomorrow, ensuring that the firm has a platform for growth to support its ambitious plans.

Reporting to the Chief Technology Officer, this role will help shape the delivery of technology as it undergoes major transformation, our ambitious programme includes major technology developments as well as redesigning areas such as IT Service, process maturity, resourcing, third party management and security.

This is a key role for the firm, as this individual will maintain delivery of highest standards in quality of service delivery and operational management of a broad IT estate with KPI reporting.  They will ensure that on a day-to-day basis, the IT services that are key to enabling the business are managed to ensure these are available, secure and performant. 

The successful individual will have a track record of managing these services, with a successful roadmap of improvement, including examples of managing vendors and stakeholders, improving customer experience, and developing maturity in process and technology.

Role and Responsibilities

The successful candidate will be experienced in a broad variety of technology areas such as service and cloud infrastructure, applications including databases and messaging, networks and desktop support, They will have experience leading technology functions with a track record of delivering a high professional standard technology function at a significant organisation (1,500 seats+), with experience in professional services being beneficial.

Leading and developing teams to deliver to high standards in performance and operational maturity as well as transition to new and emerging technologies is critical in this role.  They will manage, directly and indirectly, a team of over 10 individuals as well as several key third-party relationships who are responsible for delivering services as part of the function.  They will have a solid understanding of commercials and licensing agreements to ensure value for money and service optimisation.

As a key member of the BizTech Management Team, they will work closely with their peers under the direction of the Chief Technology Officer in the following key areas:

Service Desk:

  • The service function receives around 6,500 tickets a month, a combination of support and service requests. They will manage and implement continual service improvement plan to overhaul and reengineer the customer experience of using IT systems.  This is delivered through a hybrid design of in-house and external partners.

Technology Operations:

  • Oversight of the technology estate to ensure it is operated in line with best practice industry standards, that key performance metrics are captured and reported against, and the estate is kept optimised, and that technology remains updated in line with vendor support plus good practice in areas including data cleansing and archiving, backup and recovery.

Desktop Applications & Infrastructure Architecture:

  • Desktop and applications support are a broad area of responsibility covering managing the windows image, through application deployment, patching, and synchronisation. Application support covers all firm applications such as browser and Microsoft office applications and office 365 services including email and Mimecast, as well as providing support to key business applications, including finance and front-line business systems. The current infrastructure architecture uses a variety of technologies, and there is strategic objective to consolidate, optimise and accelerate transition to cloud.  All aspects of transition including commercials, resourcing and support model will need to be planned out to align and enable a successful future delivery roadmap.  The platforms need to enable the next generation of business solutions with support to emerging technologies and business needs around innovation.


  • Security is at the heart of what we do, and this role is pivotal to this. Security technology is part of the estate and working closely with the security and governance team, they will ensure that our technology and processes do their job of protecting the firm.  ISO27001 accreditation is an active project and supporting implementation and adoption to this and other governance standards is a key objective.

Skills, Knowledge and Experience

  • Bachelor's degree or equivalent in Information Technology.
  • Demonstrable experience of a corporate IT experience in complex multi-server, multi-site, multi-domain environments.
  • Demonstrable experience in supporting systems infrastructure. (Systems, Storage, Networks, Virtualization).
  • Experience of being responsible for IT service support functions, such as service desk.
  • Demonstrable experience in Azure and Microsoft Office 365.
  • Comprehensive and broad knowledge of major technology platforms including Microsoft Operating Systems (Server & Desktop).
  • Experience in technology trends, technology strategy, implementing transformation programmes including migration to cloud.


  • Demonstrable IT leadership experience has defined and delivered complex strategy.
  • Track record of leading high performing teams, with examples of staff development and high levels of engagement.
  • Results orientation: ability to set high goals for self and others, focusing on the delivery of targets, quality, and deadlines.
  • Communication skills: ability to communicate professional, concise, and accurate information in written and verbal formats. Management of key internal and external stakeholders. Creativity & innovation: willingness to challenge assumptions and find new solutions working with colleagues.
  • Listening and learning: able to work well with others to learn skills to develop their knowledge.
  • Relationship building: ability to build and maintain networks of business contacts in and beyond the organisation who may contribute to success.
  • Promote the Firm's values and beliefs, demonstrate integrity and maintain an ethical stance and show flexibility and commitment.
  • This role requires flexibility including some evening or weekend work where required to support project activity as well as visiting office locations as required or requested.
  • Positive and forward-looking individual who wants to work with the business and management team to make a real difference.

Inclusion and Diversity

At Mazars inclusion and diversity are central to our values. We recognise that being an inclusive and diverse organisation makes us stronger as a business.

We seek to attract and recruit people who reflect the diverse nature of our clients and communities, regardless of sexual orientation, gender identity, ethnicity, nationality, faith or belief, social background, age and disability. Mazars selects candidates based on skills, knowledge, qualifications and experience.

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Tower Bridge House, St Katharine’s Way, London, United Kingdom, E1W 1DD

Meet the recruiter

Suzanne Horford

+44 7823 522395

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Annual Leave +
Charitable Giving
Dental Insurance
Wellbeing Benefits
Virtual GP
Cycle to Work
Gym Discounts
Life Assurance
Flexible Benefits +